How you end a call is just as important as how you start it. After you hang up the call, your ‘last impression’ with the consumer has to last beyond that call so they take action. It’s also an opportunity to be the good guy and make a positive impression.
Don’t say:
“Okay
Bob, I’ll watch for your payment. Good
day.”
Try:
“Okay
Bob, I’m glad we could find a resolution.
I’m going to put your file on hold until Friday so it doesn’t affect your
credit bureau, and you will make an online bill payment for $1234.56, and call
me to make sure I’ve received it. This
will keep this from affecting your credit rating, and I can get you out of collections
as soon as that’s done. Do you have any
questions for me?”
See what we did there?
We ended the call with a deadline (Friday), a consequence (reporting to
the credit bureau), and put you in a positive light (you are putting the file
on hold, and working with them to get their file closed).
As well, by ending the call with ‘do you have any questions for
me?’, the consumer doesn’t feel rushed, they have input into the process, and
you are working with them. It also makes
the very last impression with the consumer a non-confrontational one, no matter
how stressed they are about their debt.
Want to talk about coaching your receivables team or
collectors on non-confrontational negotiation?
Always happy to share what I know, drop me an email to blair@receivableaccounts.com.
Thanks kindly,
Blair DeMarco-Wettlaufer
KINGSTON Data & Credit
226-946-1730
